Remote Healthcare Billing & Insurance Customer Service Specialist – Patient Payment Resolution & Billing Support (NC)

About brighthush and the Healthcare Customer Service Landscape

brighthush is a forward‑thinking healthcare solutions provider that has been empowering patients, providers, and payers for over three decades. Our mission is to streamline the financial side of healthcare, ensuring that patients receive clear, compassionate support while our partners achieve optimal revenue cycle performance. As the industry evolves—driven by technology, regulatory change, and a growing emphasis on patient experience—brighthush is at the forefront, delivering innovative billing and insurance solutions that make a real difference in people’s lives.

In this dynamic environment, the role of a Remote Healthcare Billing & Insurance Customer Service Specialist is more critical than ever. You will be the voice that bridges complex billing systems and the patients who need clarity, empathy, and actionable solutions. If you thrive in a fast‑paced, data‑driven setting and are passionate about helping people navigate their healthcare finances, brighthush offers you the platform to grow, learn, and make an impact.

Position Overview

As a Remote Healthcare Billing & Insurance Customer Service Specialist, you will deliver exceptional, consistent customer experiences by resolving billing and insurance inquiries with patience, empathy, and professionalism. Your primary focus will be to manage inbound and outbound calls, emails, and other written communications, ensuring that patients, law offices, insurance companies, and other stakeholders receive accurate information, payment options, and timely resolution of their accounts.

Working from home or from our Marshfield, WI office, you will operate with minimal supervision, consistently exceeding key performance indicators (KPIs) such as call volume, successful payment resolution, and call quality. Your role is essential to maintaining brighthush’s reputation for outstanding customer service and financial accuracy.

Key Responsibilities

• Customer Interaction: Handle inbound and outbound calls from patients, law offices, insurance companies, and other external entities to resolve complex billing and insurance issues.
• Payment Resolution: Offer payment options, facilitate payment processing, and guide patients through available assistance programs in line with client guidelines.
• Answer complex billing questions—including deductibles, co‑insurance, co‑pays, denials, charge disputes, claim resubmissions, eligibility issues, and coding disputes—using your deep knowledge of medical billing and coding.
• Maintain accurate account documentation, including notes and codes, with minimal errors and high attention to detail.
• Navigate internal and client systems (e.g., Artiva, Cerner Soarian, EPIC) to retrieve and update account information efficiently.
• Use scripts and verbatims strategically to maximize recovery while adhering to company policies and regulatory requirements.
• Handle objections and concerns with professionalism, guiding patients toward payment solutions and referrals when necessary.
• Adhere to brighthush Core Values and Strategic Anchors, embodying integrity, collaboration, and continuous improvement.
• Participate in ongoing training and development initiatives to stay current on industry best practices and regulatory changes.
• Contribute to process improvement projects, sharing insights and suggestions that enhance customer experience and operational efficiency.

Essential Qualifications

• High School Diploma or GED required; additional education in healthcare, business, or related fields is a plus.
• Prior experience in a call center and healthcare customer service setting preferred.
• Familiarity with Artiva, Cerner Soarian, or EPIC systems; experience with other billing platforms is advantageous.
• Working knowledge of medical billing and coding, including ICD‑10, CPT, and HCPCS codes.
• Strong verbal and written communication skills, with a polished telephone etiquette and proper grammar.
• Proficiency in navigating multiple computer applications and databases simultaneously.
• Moderate to advanced keyboard typing speed and navigation skills.
• Ability to compute basic math calculations (addition, subtraction, multiplication, division, percentages) quickly and accurately.
• Self‑motivated, reliable, and committed to career success.
• Experience in a supervisory role is welcome but not required.

Preferred Qualifications

• Experience in a medical office or general understanding of health insurance processes.
• Prior exposure to payment plan creation, debt collection, or financial assistance programs.
• Knowledge of HIPAA regulations and experience handling Protected Health Information (PHI) with confidentiality.
• Experience working in a remote or hybrid environment, demonstrating strong time‑management and self‑discipline.
• Demonstrated ability to meet or exceed KPIs in a high‑volume call center setting.

Skills & Competencies for Success

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help patients navigate their financial responsibilities.
• Analytical Thinking: Ability to dissect complex billing scenarios, identify root causes, and propose actionable solutions.
• Technical Proficiency: Comfortable with multiple software platforms, data entry, and real‑time problem solving.
• Communication Excellence: Clear, concise, and persuasive communication across phone, email, and chat.
• Adaptability: Thrives in a fast‑paced environment, quickly adjusting to new processes, tools, and regulatory changes.
• Team Collaboration: Works effectively with cross‑functional teams, including billing, collections, and compliance.
• Integrity & Confidentiality: Handles sensitive personal information (SPI) and PHI with the utmost discretion.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Specialist, you will have the opportunity to:

• Progress to a Team Lead or Supervisor role, overseeing a group of specialists and shaping team performance.
• Transition into functional roles such as Billing Analyst, Collections Specialist, or Compliance Coordinator.
• Participate in leadership development programs, mentorship, and cross‑training initiatives.
• Attend industry conferences, webinars, and certification courses (e.g., Certified Professional Biller, Certified Revenue Cycle Specialist).
• Leverage our internal learning platform to stay current on healthcare regulations, billing software updates, and customer service best practices.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, innovation, and continuous improvement. Whether you work from home or our Marshfield office, you will experience:

• Flexible Work Arrangements: Remote work options with a supportive virtual team and robust IT infrastructure.
• Collaborative Team Dynamics: Regular virtual huddles, peer coaching, and open communication channels.
• Employee Recognition: Monthly awards, spot bonuses, and public acknowledgment of outstanding performance.
• Well‑Being Initiatives: Access to mental health resources, wellness programs, and a culture that values work‑life balance.
• Community Engagement: Opportunities to volunteer, participate in charity events, and contribute to local healthcare initiatives.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards and your experience.
• Performance‑based bonuses tied to KPIs such as call resolution rate, payment recovery, and customer satisfaction scores.
• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Paid time off (PTO), holidays, and sick leave.
• Professional development stipend and reimbursement for relevant certifications.
• Employee assistance program (EAP) and wellness resources.
• Flexible work schedule options and remote‑work stipend.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that values every team member’s contribution. We empower you with the tools, training, and support needed to excel in a role that directly impacts patient experience and financial health. Your work will not only help patients navigate their healthcare payments but also strengthen the financial sustainability of the providers and payers we serve.

We are looking for individuals who are proactive, detail‑oriented, and passionate about delivering top‑notch customer service in the healthcare sector. If you are ready to take your career to the next level, thrive in a collaborative environment, and make a tangible difference, we encourage you to apply today.

Apply Now

Ready to join the brighthush team? Submit your application through our career portal and take the first step toward a rewarding career in healthcare customer service.